AVP, Contact Center Job Description

Posted today

AVP, Contact Center

Mission Federal Credit Union - San Diego, CA

Are you comfortable providing customer service through all sorts of mediums? How about leading your team through the ups and downs of call center life? Do you put customer service above all else?

How does working with a great team where you will feel supported and appreciated sound? Want to work somewhere you can really have an impact? If this sounds interesting to you, below are a few more details.

Responsible for the administration, supervision, and daily operations of a multi-contact (phone, email & webchat), multi-skill inbound Contact Center committed to excellent member service and follow up.
Ensures proper staffing levels, and timely call, email, and webchat responses.
Fosters a" member needs" driven culture to enhance overall product relationships.
Develops and executes strategies to help support and achieve the overall credit union and contact center goals.
Coaches, develops, mentors, and expands the expertise of the contact center supervisors and managers.
Assists the Contact Center VP with developing and executing strategies to help support and achieve the overall credit union and contact center goals.
Contributes to organizational efforts in process improvement.

Here is what we are looking for:

A minimum of 8 years or related work experience in the financial services industry with progressively responsible duties is required.
Experience successfully supervising and managing call center staff for a minimum of 5 years.

What we offer:

Focus on service, not sales!
You can't beat a role in sunny San Diego!
Hybrid environment. Remote up to 2 days a week if you would like (some weeks may require more onsite days based on what's happening in the business)
18 days of PTO in your first year plus 12 holidays a year!
6% 401(k) match
Full benefits package including medical, dental, vision, life insurance, etc.

If this sounds like an amazing opportunity to you (because ya, it is!), we want to hear from you!

Base Pay/Salary:

The salary wage range that we expect to pay for this position is $75,000 to $115,000. Actual base pay within this range will be determined by several components, including but not limited to, relevant experience, internal equity, skills, qualifications, and other job-related factors permitted by law. INDMF

Base Pay/Salary:

$110,000.00 - $150,000.00.

The salary wage range that we expect to pay for this position is $110,000.00 - $150, 000.00. Actual base pay within this range will be determined by several components, including but not limited to, relevant experience, internal equity, skills, qualifications, and other job-related factors permitted by law.

Mission Federal Credit Union is an Equal Opportunity Employer. All applicants will receive consideration without regard to race, sex, color, creed, religion, age, marital status, sexual orientation, national origin, physical or mental disability, veteran status, or any other class protected by law.

Your privacy is very important to Mission Federal Credit Union. The California Consumer Privacy Act ("CCPA")/ California Privacy Rights Act (CPRA) requires Mission Federal Credit Union to inform California residents, including job applicants, of the categories of personal information we collect and the purpose for which the personal information will be used. This job applicant notice and the CCPA/CPRA notice provides the disclosures required by the CCPA/CPRA and applies only to applicants who are subject to the CCPA/CPRA.

Mission Federal Credit Union is an Equal Opportunity Employer. All applicants will receive consideration without regard to race, sex, color, creed, religion, age, marital status, sexual orientation, national origin, physical or mental disability, veteran status, or any other class protected by law.